Description
As support representatives we run into unique issues everyday. Though, surprisingly many of those 'unique' issues have been dealt with one time or another and the answers are not always in Community. Kayako is a huge log of information that is very easy to search through to help you solve a problem quickly for a client.
Background
This article will help you to use Kayako to find answers to unique problems clients might have. Remember, if you couldn't find it in community but found it in Kayako, make a community article!
Steps to Follow
Every field in Kayako is searchable. Often if you are dealing with an error message you can search the subject and/or the body of the ticket. As an example. I am going to say I got a call about the sota clarias ID4 camera and the office is having issues with the capture button.
- A quick search in Community yields no results. This is because this is not a supported camera so no documentation has ever been created for it
- Open Kayako
- Click Search
- Click Advanced Search
- Click Match any of the criteria (OR) in the top right
- Your first default filter says "ticket contents" "contains" and is blank. Fill the blank with the error message, part of the error message or a keyword that you need to find. In this case "SOTA" will be used
- Because it is possible that someone could've added it in their subject line but not in the body of their ticket we are also going to search the subject as well for SOTA. Click Insert Criteria
- Click on Recipient's Name and change it to "Ticket Subject"
- In the blank after contains add SOTA as well
- Now click search
- Below you can see that we have a few tickets that SOTA was mentioned in while there was nothing that came up in community. In this case, we see see very obviously a ticket subject that is talking about the SOTA Claris camera
- Clicking through the search results and you are likely to find the answer to your question. In this case clicking on TKT79873 actually talks about how the Claris I4D is not supported and has been submitted as a suggestion.
The fields Ticket Contents and Ticket Subject are the only realistic filters that you need to use. If your first try comes up with nothing, try a different keyword! In this case, we did get a fair few unrelated searches since SOTA is the company that manufactures E2V sensors. So if I wasn't able to find what I was looking for I would have done another search but for claris instead.
Additional Information
If anything this should impress upon you to make good tickets with good information. It can be a powerful tool for customer service but only if customer service makes good notes.
As a final reminder, if you found something in Kayako that wasn't in community, make an article!
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